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Product Lead – Mortgages ILM Proposition Development

ING serves more than 600,000 mortgage customers in the Netherlands. Our ambition is to support them throughout the full lifetime of their mortgage—with propositions and services that strengthen their financial health, help them make their homes more sustainable and enable them to make well-informed choices about their mortgage. At the same time, we aim to build lasting customer relationships and manage a compliant, competitive and future-proof mortgage portfolio.

Are you ready to lead at the intersection of customer needs, commercial value, risk and regulation? Do you combine product and proposition expertise with strategic direction, delivery focus and strong people leadership? Then join us as Product Lead ILM Proposition Development.

Your role

As Product Lead ILM Proposition Development, you are responsible for developing and managing propositions for ING’s existing mortgage customers. You lead an integrated product cluster that combines proposition development and customer activation with end-to-end product management for the existing mortgage portfolio. As the hierarchical manager of the Customer Journey Experts in your teams, you provide clear direction, create an inclusive and high-performing environment, and take responsibility for their development, engagement and employability.

You set the strategic direction and translate customer needs, portfolio insights, regulatory developments and commercial priorities into one coherent roadmap. Your scope includes customer outreach on ESG risk and interest-only mortgages, retention, financial health and sustainable housing, as well as product reviews, regulatory adherence, data quality, product optimization, and, rationalization. You build the capabilities and capacity needed to deliver this agenda, and address performance where needed. Your challenge is to move from individual initiatives to structural, data-driven customer interaction and active product portfolio management.

Your team and environment

ILM Proposition Development is part of the In Life eXperience area within Mortgages NL. The area focuses on delivering an outstanding experience for customers and intermediaries throughout the mortgage lifecycle, combining operational excellence with strategic initiatives that strengthen loyalty, sustainability, financial health and digital innovation.

You will lead a product cluster of two squads: one team with capabilities across proposition development, marketing and customer activation, the other with product management, product reviews and rationalization. Together, the teams create relevant interventions for existing mortgage customers and ensure that the product portfolio remains compliant, competitive and fit for the future.

You work closely with Planetary & Financial Health Services, Service Excellence, Enabling Customer Service and other product teams, as well as with Risk, Compliance, Legal, Data, Operations, IT, Marketing and the distribution channels. You create clarity across these dependencies and bring stakeholders together around shared priorities and outcomes.

Roles and Responsibilities

As a Product Lead, you:

• Perform analyses to stay on top of market trends, to ensure product or theme’s competitive position and spot opportunities to make impact
• Define the delivery roadmap of the product and prioritise the product backlog
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose
• Take responsibility, steer on strategy and realisations based on facts and data, and display managerial courage to question and make decisions
• Build the craftmanship of the employees in the team
• Ensure compliancy with relevant regulation and internal/external requirements
• Are the hierarchical manager of a team of Customer Journey Experts.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• You are a standard-bearer of the Orange Code.
• You have a broad skills base, spanning from marketing and data analytics to product and proposition development.

• You have a ‘can do’ mentality, proactive, resourceful, and willing to go the extra mile
• You are a people manager that helps the team to get the most out of themselves
• You have experience in large transformation and innovation projects
• You have strong experience in stakeholder management in a complex environment
• Expertise and experience in mortgages and sustainability is a strong plus

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life and reward our people with a generous benefits offer and employment conditions.  Questions? Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.